Modifying communication channel interactions based on real-time event tracking

ABSTRACT

Various embodiments of the present disclosure relate generally to providing services to users via communication channels. More specifically, various embodiments of the present disclosure relate to systems and methods for modifying, updating, and/or changing communication channel interactions based on the tracking or listening for events within other communication channels.

CROSS-REFERENCE TO RELATED APPLICATIONS

This application is a non-provisional of and claims priority to U.S.Provisional Application No. 62/714,240, filed on Aug. 3, 2018, entitled“MODIFYING COMMUNICATION CHANNEL INTERACTIONS BASED ON REAL-TIME EVENTTRACKING,” which is hereby incorporated by reference in its entirety forall purposes.

TECHNICAL FIELD

Various embodiments of the present disclosure relate generally toserver-based transactions. More specifically, various embodiments of thepresent disclosure relate to methods and systems for modifying,updating, and/or changing communication channel interactions based onthe tracking or listening for events within other communicationchannels.

BACKGROUND

Companies and other entities often provide multiple services andproducts to their customers, clients, subscribers, members, or otherusers. For example, a large company (or group of companies) thatprovides business or financial services to members may manage a member'sbank accounts, insurance policies, credit card accounts, brokerageaccounts, and so on. As another example, a large online retailer maysell physical products to a customer, provide online content to thecustomer, and so on. Further, a technology company may manage andprovide to a customer some or all of the hardware, software, and onlinecomputing resources and products utilized by the customer in his/herdaily life.

By providing such a large, diverse group of services to customers, thesecompanies acquire, store, track, and maintain large sets of data (e.g.real-time, near real-time, and historical data) associated with thecustomers. For example, a company may obtain and store data for acustomer each time the customer interacts with one or more servicesprovided by the company. However, companies often do not maximize thevalue or benefits associated with the acquisition of such large amountsof customer-associated data.

BRIEF DESCRIPTION OF THE DRAWINGS

Embodiments of the present disclosure will be described and explainedthrough the use of the accompanying drawings in which:

FIG. 1 illustrates an example of a network-based operating environmentin accordance with various embodiments of the present disclosure;

FIG. 2 illustrates various component interactions between communicationchannels and an event listener, in accordance with various embodimentsof the present disclosure;

FIG. 3 is a flow diagram illustrating a method of modifying a channelinteraction based on real-time event data within other communicationchannels.

FIGS. 4A-4D are display diagrams illustrating example user interfacespresented when interacting with a user within a communication channel.

FIG. 5 illustrates an example of a computer system with which someembodiments of the present disclosure may be utilized.

DETAILED DESCRIPTION

Overview

Various embodiments of the present disclosure relate generally toproviding services to users via communication channels. Morespecifically, various embodiments of the present disclosure relate tosystems and methods for modifying, updating, and/or changingcommunication channel interactions based on the tracking or listeningfor events within other communication channels.

For example, the systems and methods may interact with a user via onecommunication channel (e.g., an Interactive Voice Response, or IVR,channel), and listen for events during the interaction. An event may bean action (e.g., spoken word or phrase) that occurred during theinteraction. While listening, the systems and methods capture events inreal-time as they occur. Once captured, the systems and methods comparecontext information associated with the events, and compare the contextinformation to events occurring in real-time (or near real-time) withinother communication channels (e.g., online web portals or mobileapplications) via which the user is also interacting.

The systems and methods may then share the captured context informationwith the other communication channels, and may dynamically modify oradjust the interactive experiences for the user with any of thecommunication channels, based on the occurrences of real-time events ator within other channels. Thus, the system and methods may perform crosschannel interaction modifications in real-time based on events occurringin one or more channels of an organization or system.

In some embodiments, the systems and methods described herein include aserver associated with an entity that provides products or services tomembers (e.g., clients, subscribers, customers, and/or other users),where the server is configured to manage and modify member interactionswithin different communication channels based on real-time eventsoccurring within the channels.

For example, the server may identify, in real-time, an event within afirst communication channel provided by the server to facilitateinteractions between a member of the entity and an interactive system ofthe entity, receive a member identifier for the member and contextinformation associated with the event at the server, match the memberidentifier and the context information with events associated with themember within a second, different, communication channel, obtain dataassociated with the events within the second communication channel, andmodify, in real-time, the interactions between the member of the entityand the interactive system within the first communication channel basedon the obtained data for the events within the second communicationchannel.

Thus, in some embodiments, the systems and methods enable companies andother entities to enhance the experiences of their members and usersbased on the data they create, track, and store on behalf of theirmembers, by modifying and/or optimizing various interactive systemsemployed by the entities to facilitate interactions with the members.These interactive systems (e.g., IVR systems, chatbots, web or onlineportals, automated processes, and so on), may adjust how and what theypresent to members during interactions in real-time and based on eventsoccurring with respect to other interactive systems. The methods andsystems, therefore, enhance the functionality of the computing resources(e.g., interactive systems) large entities utilize and deploy tointeract with members and users, such as to present information tomembers, receive information from members, create business objects formembers, provide services or products to users, and so on.

For purposes of explanation and illustration, the terms “application”and “application program” are generally synonymous. Further, these termsare applicable to applications running on any kind of device (e.g., adesktop application running on a desktop computer or on a laptopcomputer). Similarly, a “mobile application” applies to software runningon mobile devices. Accordingly, such distinctions will be understood tobe clear from the context of usage of the terms “application” or“application program.” Additionally, for discussion purposes herein, theterms “entity” and “organization” are considered synonymous. In thefollowing description, for the purposes of explanation, numerousspecific details are set forth in order to provide a thoroughunderstanding of embodiments of the present disclosure. However, it willbe apparent on reading the disclosure to one skilled in the art thatembodiments may be practiced without some of these specific details.

Moreover, the techniques introduced here can be embodied asspecial-purpose hardware (e.g., circuitry), as programmable circuitryappropriately programmed with software and/or firmware, or as acombination of special-purpose and programmable circuitry. Hence,embodiments may include a machine-readable medium having stored thereoninstructions that may be used to program a computer (or other electronicdevices) to perform a process. The machine-readable medium may include,but is not limited to, floppy diskettes, optical discs, compact discread-only memories (CD-ROMs), magneto-optical disks, read-only memories(ROMs), random access memories (RAMs), erasable programmable read-onlymemories (EPROMs), electrically erasable programmable read-only memories(EEPROMs), magnetic or optical cards, flash memory, or other type ofmedium/machine-readable medium suitable for storing electronicinstructions, such as non-transitory computer-readable media.

Examples of the Network Environment

As described herein, in some embodiments, the systems and methods,relate to modifying, updating, and/or changing communication channelinteractions between users and interactive systems based on the trackingor listening for events (in real-time) within other communicationchannels associated with the users. FIG. 1 illustrates an example of anetwork-based operating environment 100 in accordance with variousembodiments of the present disclosure.

As illustrated in FIG. 1, the operating environment 100 may includemultiple different communication channels 110 provided by an entity(e.g., company or organization), such as a server 105 or servers of theentity. The communication channels facilitate interactions betweenmembers, clients, customers, subscribers, or other users, and variousdifferent types of automated or interactive systems provided by theentity, such as via the server 105.

The communication channels 110 may include an interactive voice response(IVR) system 112 that facilitates voice communications between membersand the entity, a web or online portal 114 that facilitates onlinecommunications (e.g., via presented web pages) between members and theentity, a chatbot 116 or other messaging system that facilitates messagebased communications between members and the entity, a mobileapplication 118 that facilitates online communications (e.g., viavarious interfaces of the mobile application), and so on.

Members and other users may access one or more of the communicationchannels using one or more computing devices (such as a mobile device; amobile phone; a telephone; a tablet computer; a mobile media device; amobile gaming device; a vehicle-based computer; a dedicated terminal; apublic terminal, desktop, or laptop computer; a kiosk; wearable devicessuch as a smartwatch; a voice-based virtual device (e.g., “Alexa” or“Echo,” and so on). In some embodiments, aspects of the communicationchannels may be stored on the one or more computing devices, or may bestored remotely on a server (in the “cloud”), such as server 105. Thesecomputing devices can include mechanisms for receiving and sendingtraffic by connecting through a network 125 to the server 105 or otherremote systems or devices. Further, the server 105 may also receiveinformation from various third-party sites associated with members ofthe entity, such as social media sites, other entities, and so on.

In some embodiments, the server 105 includes or provides an event module130, which is configured to perform various processes for modifyingand/or optimizing the various interactive systems employed by the entityin response to the tracking and matching of events within thecommunication channels 110, as described herein. The event module 130,which is described in more detail herein, may include or communicatewith an event database 140, which may be part of the server 104 and/oraccessible by the event module 130.

The event database 140, in some embodiments, stores informationassociated with events for members (and other users) of the entity. Forexample, the event database 140 may create, generate, update, and/ormaintain entries for members that relate member identifiers to themembers, events attributed to the members within the communicationchannels, context information for one or more events, and/or otheractivity information (e.g., security or authentication information) formembers of the entity.

The network 125 can be any combination of local area and/or wide areanetworks, using wired and/or wireless communication systems. The network125 can be, or could use, any one or more protocols/technologies:Ethernet, IEEE 802.11 or Wi-Fi, worldwide interoperability for microwaveaccess (WiMAX), cellular telecommunication (e.g., 3G, 4G, 5G), CDMA,cable, digital subscriber line (DSL), etc. Similarly, the networkingprotocols used on network 125 may include multiprotocol label switching(MPLS), transmission control protocol/Internet protocol (TCP/IP), UserDatagram Protocol (UDP), hypertext transfer protocol (HTTP), simple mailtransfer protocol (SMTP), and file transfer protocol (FTP). Dataexchanged over network 125 may be represented using technologies,languages, and/or formats, including hypertext markup language (HTML) orextensible markup language (XML). In addition, all or some links can beencrypted using conventional encryption technologies such as securesockets layer (SSL), transport layer security (TLS), and InternetProtocol security (IPsec).

The databases and/or data stores, such as the event database 140, can beused to manage storage and access to user data such as member or useridentifiers, user profiles; information relating to goods and servicesthat are of interest to a user; user's financial and personal data;disclosures and compliance information reviewed, acknowledged, or signedby users; data received from third parties; one or morecomputer-generated keys or computer-generated codes communicated tousers for authentication of calling parties involved in simultaneousvoice and data communications with multiple parties over multipleelectronic media including a variety of electronic devices; and otherinformation. The data stores may be a data repository of a set ofintegrated objects that are modeled using classes defined in databaseschemas. The data stores may further include flat files that can storedata.

Further, in some embodiments, the server 105, computing devices and/orcommunication channels (and associated interactive systems), may includeone or more processors, an operating system, applications, and othercomponents. Other embodiments of the technology may include some, all,or none of these modules and components, along with other modules,applications, and/or components. Still yet, some embodiments mayincorporate two or more of these modules and components into a singlemodule and/or associate a portion of the functionality of one or more ofthese modules with a different module.

The memory can store instructions for running one or more applicationsor modules on processor(s). For example, memory could be used in one ormore embodiments to house all or some of the instructions needed toexecute the functionality of operating system, application, and othermodules. Generally, memory can include any device, mechanism, orpopulated data structure used for storing information. In accordancewith some embodiments of the present disclosure, memory can encompass,but is not limited to, any type of volatile memory, nonvolatile memory(RAM), and dynamic memory. For example, memory can be random accessmemory, memory storage devices, optical memory devices, magnetic media,floppy disks, magnetic tapes, hard drives, single in-line memory modules(SIMMs), synchronous dynamic random access memory (SDRAM), dual in-linememory modules (DIMMs), Rambus dynamic random access memory (RDRAM),double data rate RAM (DDR RAM), small outline DIMMs (SODIMMs), EPROMs,EEPROMs, compact discs, DVDs, and/or the like. In accordance with someembodiments, memory 205 may include one or more disk drives, flashdrives, one or more databases, one or more tables, one or more files,local cache memories, processor cache memories, relational databases,flat databases, and/or the like. In addition, those of ordinary skill inthe art will appreciate many additional devices and techniques forstoring information that can be used as memory.

Examples of Modifying Channel Interactions Based on Cross Channel Events

As described herein, the event module 130 (and associated database 140)may include various components configured to track and identify events,as well as cause changes to interactions within communication channels.For example, the event module 130 may include one or more eventlisteners configured to “listen” for occurrences of events within acommunication channel.

The event listeners may identify a variety of different events. Forexample, an event may include a navigation action, such as one or morespoken words within the IVR system channel 112, one or more user actions(e.g. clicks, scrolls, text input, page launch or navigation, or otheruser input actions) within the web portal or page channel 114 or mobileapplication channel 118, and/or one or more messages (e.g., which mayinclude keywords or other actionable words or phrases) input by the userwithin the chatbot channel 116. An event, therefore, may be defined byone or more business rules applied to user interactions within acommunication channel.

FIG. 2 illustrates various component interactions between communicationchannels and an event listener, in accordance with various embodimentsof the present disclosure. Other embodiments of the present technologymay include some, all, or none of these modules and components alongwith other modules, applications, and/or components. Still yet, someembodiments may incorporate two or more of these modules and componentsinto a single module and/or associate a portion of the functionality ofone or more of these modules with a different module.

A memory can be any device, mechanism, or populated data structure usedfor storing information, such as event or context information, orvarious aspects of the components described herein. The memory can storeinstructions for running one or more applications or modules onprocessor(s). For example, the memory could be used in one or moreembodiments to house all or some of the instructions needed to executethe functionality of the event module 130, event listener, and so on.

A context manager 220 of an event listener (or event module 130)presents an application programming interface 210 via which thecommunication channels 110 may provide information (e.g., memberidentifiers, context information, event information, and so on) uponoccurrences of events 234 within the channels.

For example, upon a real-time occurrence of an event (e.g., the userprovides a voice request to change her address to another state) withinthe IVR system channel 112, the channel 112, via one or more associatedcomputing devices, sends information 232 identifying the user (e.g., amember identifier) and context information for the event (e.g., “addresschange” or “change of member biographical information”) to the contextmanager 220 by calling the API 210.

The information 232 may include an event notification having “log tag”information, such as a multipart string that identifies an interactionpoint (e.g., line of code or step in a process) within the communicationchannel in which the user is interacting with the server 105. Theinformation 232 is then routed to the context manager 220 from the API210.

The context manager 220 includes and/or accesses a context database 225,which may include information similar to the event information stored inevent database 140. The context database 225 includes real-time usagedata across all the communication channels the user interacts with whencommunicating with the server 105. For example, the context database225, via the context manager 220, receives and stores event information(from event notifications) received from the web portal channel 114, thechatbot channel 116, the mobile application channel 118, and so on.

Further, the context manager 220, via the context database 225 or aseparate data store, maintains a member table that includes memberidentifiers for all members of the entity. The member table may relatemember identifiers to communication channels 110 associated with themembers, events attributed to the members, products or services providedto the members, and so on. The context manager 220 matches eventinformation to stored context information for a user, and stores thematched event data 240 to the event database 140

Using the matched event data 240 stored in the event database 140, theevent module 130 (via one or more event listeners) may then causevarious interactive systems of the communication channels 110 todynamically modify interactions with a user. For example, acommunication channel facilitating the entry of information for a usermay access data provided by the user within a different channel andautomatically populate various input fields with the providedinformation. As another example, one communication channel may invoke orintroduce a new service to be provided to a user based on a navigationevent identified in a different communication channel.

In some embodiments, the event module 130 may filter or otherwisepre-process all event information before the event information isaccessible by the context manage 220. For example, the event module 130may group event information into one or more pre-defined event topics(e.g., “address changes” or “all navigation changes” or “accountupdates”).

The context manager 220 may access, utilize, and/or publish some events,all events, or groups of events, depending on a level of granularity forwhich the event module 130 is to match events to context information.Thus, given a stream of different events occurring within differentcommunication channels 110, the context manager 220, comparing eventcontext information to the event stream, may select a subset of eventdata to match to the context information.

Thus, in some embodiments, the context manager 220 selectively matchescontext information (along with a member identifier) received from acommunication channel within which a user is interacting, in real-time,to a stream of database entries that represent occurrences of events(also in real-time) for the user at other communication channels 110. Asdescribed herein, the systems and methods, via the event module 130, maythen dynamically modify, adjust, or change various interactions withinthe communication channel interacting with the user.

FIG. 3 is a flow diagram illustrating a method 300 of modifying achannel interaction based on real-time event data within othercommunication channels. The method 300 may be performed by the eventmodule 130, and, accordingly, is described herein merely by way ofreference thereto. It will be appreciated that the method 300 may beperformed on any suitable hardware.

In operation 305, an interactive system of a communication channelidentifies, in real-time, an event within a first communication channelthat facilitates interactions between a member and the interactivesystem. For example, the communication channel 110 (via an eventlistener), may identify that a navigation or process action occurredwithin the communication channel 110.

In operation 310, the event module 130 receives a member identifier forthe member and context information associated with the event at theserver. For example, the event module 130 may publish the API 210 tofacilitate the reception of event notifications from the variouscommunication channels.

In operation 320, the event module 130 identifies other communicationchannels associated with the member based on the received memberidentifier. For example, the context manager 220 may access the memberdatabase to identify communication channels within which the member hasinteracted with the server 105.

In some cases, the context manager 220 may receive member identifiersalong with the context information for users interacting with a firstcommunication channel, and match the member identifiers to memberidentifiers stored in a member interaction database (which includesentries that relate members to real-time event occurrences within thefirst communication channel and other communication channels).

In operation 330, the event module 130 matches the member identifier andthe context information with events associated with the member withinthe identified communication channels. For example, the context manager220 may compare the received context information with events captured,in real-time, within the other communication channels, and match thecontext information to the events that satisfy the context of theinitial event interaction. The context manager 220 may then compare thecontext information received from the communication channel to eventsattributed to the member identifier and occurring, in real-time, withinthe other communication channel, and stored the matched data in theevent database 140.

In operation 340, the event module 130 obtains data associated with theevents within the second communication channel. For example, the eventlistener may access the event database 140 to obtain information forevents that match the context information.

In operation 350, the event module 130 modifies, in real-time, theinteractions between the member of the entity and the interactive systemwithin the first communication channel based on the obtained data forthe events within the other communication channels. The event module 130may then update the event database 140 to include information associatedwith the modified interaction.

FIGS. 4A-4D illustrate an example interaction with a member via acommunication channel that has been dynamically modified based on eventswithin other communication channels.

FIG. 4A depicts an event within the IVR communication channel 112. Asshown, a member is interacting with an IVR system 410, and states “Ineed to change my address, I'll be moving to California.” The systemidentifies the utterance as an event 415 (e.g., a navigation event toinvoke an address change via the IVR system 410), and sends an eventnotification that includes an identifier for the member and contextinformation associated with the “change of address.”

FIG. 4B depicts a user interface 420 at a different communicationchannel, such as the mobile application channel 118. The event module130 matches the address change context information from the IVR channel112 to real-time event data within the mobile application channel 118,such as by launching new action processes 422, 424, to be performed bythe member in response to the address change event at the IVR channel112. For example, the user interface 420 depicts a “new auto policy”action process 422 based on the address change context, and a “billingaddress change” action process 424 based on the address change context.

FIG. 4C depicts a user interface 430 that facilitates the new autopolicy action process 422 to be performed by the member via the mobileapplication channel 118. The interface 430 includes various userinformation, such as name information 432 and address information 434.As described herein, the mobile application accesses, in real-time, theaddress information 434 provided within the IVR channel 112 from theevent module 130, and modifies the interaction within the mobileapplication channel 118 by pre-populating the form with the new addressinformation (in order to create the new policy documents).

FIG. 4D depicts an event within the IVR communication channel 112. TheIVR system 410 (of FIG. 4A) may then access event information associatedwith the mobile application, such as the creation of the new policydocuments), and modify its interaction with the member. For example, theevent module 130 may identify the newly created policy document as anevent within the mobile application channel 118, and publish the eventnotification. The IVR system 112 may then announce to the user—“I'vecreated a new auto policy for you in California, please sign documentsvia your mobile application” as event 445. Thus, the IVR system 112updates the member with process events performed within the mobileapplication channel 118.

Of course, the systems and methods may modify interaction in a varietyof different scenarios. Example scenarios include:

Modifying the guidance or tutorial provided to a member via one channelbased on events within another channel (e.g., a user is interacting withan IVR system to get assistance in using a mobile application feature);

Informing the user of potential fraud activity (occurring via onechannel) based on an indication from the user of a potential fraud(e.g., stolen identity) within another channel;

Providing a universal authentication engine (UAE) and authenticating auser to interact with one channel based on input provided via anotherchannel (e.g., the IVR system only authorizes communications with theuser after receiving a unique code (perhaps provided by the system) orfingerprint via the mobile application); and so on.

Thus, in some embodiments, the systems and methods facilitate the crosschannel sharing of information in real-time, enabling an entity thatprovides various different services and products to members to leverageone interaction with the entity in order to enhance or modify otherinteractions with the entity, among other benefits.

Computer System Overview

Embodiments of the present disclosure include various steps andoperations, which have been described above. A variety of these stepsand operations may be performed by hardware components or they may beembodied in machine-executable instructions, which may be used to causea general-purpose or special-purpose processor programmed with theinstructions to perform the steps. Alternatively, the steps may beperformed by a combination of hardware, software, and/or firmware. Assuch, FIG. 5 is an example of a computer system 500 with whichembodiments of the present disclosure may be utilized. According to thepresent example, the computer system includes an interconnect 510, atleast one processor 520, at least one communication port 530, a mainmemory 540, a removable storage media 550, a read-only memory 560, and amass storage device 570.

Processor(s) 520 can be any known processor, such as, but not limitedto, an Intel® Itanium® or Itanium 2® processor(s), or AMD® Opteron® orAthlon MP® processor(s), or Motorola® lines of processors. Communicationport(s) 530 can be any of an RS-232 port for use with a modem-baseddialup connection, a 10/100 Ethernet port, or a Gigabit port usingcopper or fiber. Communication port(s) 530 may be chosen, depending on anetwork such a Local Area Network (LAN), Wide Area Network (WAN), or anynetwork to which the computer system 500 connects.

Main memory 540 can be random access memory (RAM) or any other dynamicstorage device(s) commonly known in the art. Read-only memory 560 can beany static storage device(s), such as programmable read-only memory(PROM) chips for storing static information, such as instructions forprocessor(s) 520.

Mass storage device 570 can be used to store information andinstructions. For example, hard disks such as the Adaptec® family ofSCSI drives, an optical disc, an array of disks such as RAID, theAdaptec family of RAID drives, or any other mass storage devices may beused.

Interconnect 510 communicatively couples processor(s) 520 with the othermemory, storage, and communication blocks. Interconnect 510 can be aPCI/PCI-X- or SCSI-based system bus, depending on the storage devicesused.

Removable storage media 550 can be any kind of external hard-drives,floppy drives, USB drives, IOMEGA® Zip Drives, compact disc-read-onlymemory (CD-ROM), compact disc-re-writable (CD-RW), or digital videodisc-read-only memory (DVD-ROM).

The components described above are meant to exemplify some types ofpossibilities. In no way should the aforementioned examples limit thedisclosure, as they are only exemplary embodiments.

Terminology

Brief definitions of terms, abbreviations, and phrases used throughoutthis application and the appendices are given below.

The terms “connected” or “coupled” and related terms are used in anoperational sense and are not necessarily limited to a direct physicalconnection or coupling. Thus, for example, two devices may be coupleddirectly or via one or more intermediary media or devices. As anotherexample, devices may be coupled in such a way that information can bepassed therebetween, while not sharing any physical connection with oneanother. Based on the disclosure provided herein, one of ordinary skillin the art will appreciate a variety of ways in which connection orcoupling exists in accordance with the aforementioned definition.

The phrases “in some embodiments,” “according to some embodiments,” “inthe embodiments shown,” “in other embodiments,” “embodiments,” and thelike generally mean that the particular feature, structure, orcharacteristic following the phrase is included in at least oneembodiment of the present disclosure and may be included in more thanone embodiment of the present disclosure. In addition, such phrases donot necessarily refer to the same embodiments or to differentembodiments.

If the specification states a component or feature “may,” “can,”“could,” or “might” be included or have a characteristic, thatparticular component or feature is not required to be included or havethe characteristic.

The term “responsive” includes completely or partially responsive.

The term “module” refers broadly to a software, hardware, or firmware(or any combination thereof) component. Modules are typically functionalcomponents that can generate useful data or other output using specifiedinput(s). A module may or may not be self-contained. An applicationprogram (also called an “application”) may include one or more modules,or a module can include one or more application programs.

The term “network” generally refers to a group of interconnected devicescapable of exchanging information. A network may be as few as severalpersonal computers on a Local Area Network (LAN) or as large as theInternet, a worldwide network of computers. As used herein, “network” isintended to encompass any network capable of transmitting informationfrom one entity to another. In some cases, a network may be comprised ofmultiple networks, even multiple heterogeneous networks, such as one ormore border networks, voice networks, broadband networks, financialnetworks, service provider networks, Internet Service Provider (ISP)networks, and/or Public Switched Telephone Networks (PSTNs)interconnected via gateways operable to facilitate communicationsbetween and among the various networks.

Also, for the sake of illustration, various embodiments of the presentdisclosure have herein been described in the context of computerprograms, physical components, and logical interactions within moderncomputer networks. Importantly, while these embodiments describe variousembodiments of the present disclosure in relation to modern computernetworks and programs, the method and apparatus described herein areequally applicable to other systems, devices, and networks, as oneskilled in the art will appreciate. As such, the illustratedapplications of the embodiments of the present disclosure are not meantto be limiting, but instead are examples. Other systems, devices, andnetworks to which embodiments of the present disclosure are applicableinclude, but are not limited to, other types of communication andcomputer devices and systems. More specifically, embodiments areapplicable to communication systems, services, and devices such as cellphone networks and compatible devices. In addition, embodiments areapplicable to all levels of computing, from the personal computer tolarge network mainframes and servers.

In conclusion, the present disclosure discloses novel systems, methods,and arrangements for authentication of calling parties for simultaneousvoice and data communications with multiple parties over multipleelectronic mediums including a variety of electronic devices. Whiledetailed descriptions of one or more embodiments of the disclosure havebeen given above, various alternatives, modifications, and equivalentswill be apparent to those skilled in the art without varying from thespirit of the disclosure. For example, while the embodiments describedabove refer to particular features, the scope of this disclosure alsoincludes embodiments having different combinations of features andembodiments that do not include all of the described features.Accordingly, the scope of the present disclosure is intended to embraceall such alternatives, modifications, and variations as fall within thescope of the claims, together with all equivalents thereof. Therefore,the above description should not be taken as limiting.

What is claimed is:
 1. A system supported by a server, the systemcomprising: multiple communication channels, including: a firstcommunication channel that interacts with a user via an interactivevoice response system; and a second communication channel that interactswith the user via a web portal or mobile application provided by amobile device associated with the user; an event module, wherein theevent module is configured to: identify, in real-time, an event of theuser that triggers a change in account information of the user duringinteractions within the first communication channel; receive contextinformation associated with the event during the interactions within thefirst communication channel; match the context information with theevent within the second communication channel; obtain data associatedwith the event from the user via the web portal or mobile applicationwithin the second communication channel; and generate, in real-time, amessage to the user within the first communication channel based on theobtained data for the event within the second communication channel. 2.The system of claim 1, wherein the event module includes a contextmanager that is configured to: receive member identifiers along with thecontext information the user interacting with the first communicationchannel; match the member identifiers to member identifiers stored in amember interaction database, wherein the member interaction databasemaintains entries that relate members to real-time event occurrenceswithin the first communication channel and the second communicationchannel; and for each matched member identifier, compare the contextinformation received from the first communication channel to eventsattributed to the member identifier and occurring, in real-time, withinthe second communication channel.
 3. The system of claim 1, wherein theevent module receives the context information associated with the eventduring the interactions within the first communication channel via anapplication programming interface called by the first communicationchannel.
 4. The system of claim 1, wherein an occurrence of the eventwithin the interactive voice response system is defined by one or morebusiness rules applied to user interactions within the firstcommunication channel.
 5. The system of claim 1, wherein an occurrenceof the event within the first communication channel or the secondcommunication channel is based on the user interacting with theinteractive voice response system and the products or servicesassociated with the user and provided to the user by an entityassociated with the server.
 6. The system of claim 1, wherein anoccurrence of the event within the first communication channel includesone or more words spoken by the user and received by the interactivevoice response system.
 7. The system of claim 1, wherein an occurrenceof the event within the second communication channel includes actionsperformed by the user via the web portal or mobile application.
 8. Thesystem of claim 1, wherein an event is based on the user performing anavigation action within a communication channel.
 9. The system of claim1, wherein the event is based on processes performed by the server onbehalf of the user and associated with products or services provided tothe user by an entity associated with the server.
 10. A method performedby a server associated with an entity that provide products or servicesto members, the method comprising: identifying, in real-time, an eventthat triggers a change in account information of a member of the entitywithin a first communication channel provided by the server tofacilitate interactions between the member of the entity and aninteractive system of the entity; receiving a member identifier for themember and context information associated with the event at the server;matching the member identifier and the context information with theevent associated with the member within a second, different,communication channel; obtaining data associated with the event withinthe second communication channel; and generating, in real-time, amessage to the member within the first communication channel based onthe obtained data for the event within the second communication channel.11. The method of claim 10, wherein the first communication channelinteracts with the member via an interactive voice response system; andwherein the second communication channel interacts with the member via aweb portal or mobile application provided by a mobile device of themember.
 12. The method of claim 10, wherein the first communicationchannel interacts with the member via a web portal or mobile applicationprovided by a mobile device of the member; and wherein the secondcommunication channel interacts with the member via an interactive voiceresponse system.
 13. The method of claim 10, wherein identifying, inreal-time, the event within a first communication channel includesidentifying a navigation action performed by the member whileinteracting with the interactive system.
 14. The method of claim 10,wherein identifying, in real-time, the event within a firstcommunication channel includes identifying a process performed by theinteractive system.
 15. The method of claim 10, wherein matching themember identifier and the context information with the event associatedwith the member within the second communication channel includes:tracking, in real-time, every event that occurs within the secondcommunication channel that is associated with the member; updating anevent database for the member with the tracked events; and comparing themember identifier and the context information to event data storedwithin the updated event database to identify one or more events thatoccurred within the second communication channel that match the contextinformation.
 16. A non-transitory computer-readable medium whosecontents, when executed by a server associated with an entity thatprovide products or services to members, cause the server to perform amethod, the method comprising: receiving a member identifier for amember of the entity and context information associated with an eventthat triggers a change in account information associated with themember, wherein the event is identified in real-time within a firstcommunication channel provided by the server to facilitate interactionsbetween the member of the entity and an interactive system of theentity; matching the member identifier and the context information withevents associated with the member within a second, different,communication channel; obtaining data associated with the events withinthe second communication channel; and generating, in real-time, amessage to the member within the first communication channel based onthe obtained data for the events within the second communicationchannel.
 17. The non-transitory computer-readable medium of claim 16,wherein the first communication channel interacts with the member via aninteractive voice response system; and wherein the second communicationchannel interacts with the member via a web portal or mobile applicationprovided by a mobile device of the member.
 18. The non-transitorycomputer-readable medium of claim 16, wherein the first communicationchannel interacts with the member via a web portal or mobile applicationprovided by a mobile device of the member; and wherein the secondcommunication channel interacts with the member via an interactive voiceresponse system.
 19. The non-transitory computer-readable medium ofclaim 16, wherein the event within the first communication channelincludes a navigation action performed by the member while interactingwith the interactive system.
 20. The non-transitory computer-readablemedium of claim 16, wherein matching the member identifier and thecontext information with events associated with the member within thesecond communication channel includes: tracking, in real-time, everyevent that occurs within the second communication channel that isassociated with the member; updating an event database for the memberwith the tracked events; and comparing the member identifier and thecontext information to event data stored within the updated eventdatabase to identify one or more events that occurred within the secondcommunication channel that match the context information.